Door Rob van der Marck | 02.12.2016 09.08
SAP announced the launch of the Expert Chat service – a live chat function that connects SAP customers to technical support experts instantly.
The service, which is available for all support levels and almost all solutions, went live on June 30 and has already seen success. Eighty-three percent of customers rated their satisfaction at 8 to 10 on a scale of 1 to 10, 64 percent of incidents were resolved during the chat and average chat time was 21 minutes.
Unlike any other chat function available, Expert Chat provides a live contact channel between customers and support experts from SAP. This new Expert Chat differs from the traditional ticket-based support in that the waiting time for customers is eliminated. Instead of filing an incident, customers can instantly start an Expert Chat. This real-time interaction with SAP’s support organization creates a faster and more direct route to issue resolution, reducing project and operational costs.
Customers can access Expert Chat through the SAP® ONE Support Launchpad, which provides a central place for users to access all support channels provided by SAP.
 Currently excluding business network solutions, the SAP Business ByDesign® solution and a couple of cloud solutions. SAP plans to provide Expert Chat for these in the future.